SoundBite Communications Introduces the Intelligent Communications Platform for Collections

SoundBite Communications, Inc. (Nasdaq: SDBT) today announced the Intelligent Communications Platform for Collections.  The on-demand solution incorporates field-proven technology to help organizations maximize profits, accelerate the recovery of debt, and mitigate risk.  In addition, the company introduced a new set of platform features aimed at increasing agent productivity and enabling virtual contact center operations for collections.

New Features Increase Agent Productivity, Provide Greater Control of Agents

The enhanced Intelligent Communications Platform for Collections incorporates features most in demand from collections agencies and departments. 

Virtual Contact Center Operations

Using SoundBite’s Agent Skill Group capabilities, organizations can easily leverage dispersed agents across their entire enterprise and place their best agents on their best accounts.  Ultimately, this results in higher agent utilization and productivity. 

Hold Queue and FastConnect

The SoundBite Hold Queue and FastConnect features dramatically improve agent utilization through increased direct connect success rates and reduced hold times, resulting in increased agent productivity, more right-party conversations, and a positive customer experience.  These features eliminate ring time and hold times associated with dialing an agent which in turn reduces abandon rates of these important calls. 

Visibility into Agent Performance

SoundBite’s Contact Center Control Panel provides managers with greater transparency into on-going campaigns including more detailed reports with key performance indicators such as average hold time.  Managers can register and schedule agents and also view the status of individual agents, including real-time information on the current contact if the agent is busy.

Optimizing Collections Results

The SoundBite Intelligent Communications Platform for Collections is the only integrated, multi-channel communications platform designed to accommodate the growing needs of collections agencies and departments.  The scalable, hosted solution provides a number of unique advantages and tools to accelerate results including:

• Enterprise Manager provides real-time visibility and control of campaigns across the enterprise
• Predictive and performance analytics leverage dynamic data to continually optimize campaign results 
• Robust risk mitigation tools including real-time number suppression, state compliance and PCI compliance
• Fully-automated payment transactions and real-time reporting through SoundBite’s Payment IVR
• Free-to-end-user text messaging to more than 80% of the U.S. wireless population
• Customized campaign strategies that yield high results based on escalations strategies, channel optimization, contact ordering, multiple contact attempts, and reusable templates.

“We’ve been using SoundBite for more than three years and they continue to provide us with a superior solution and first-class client service,” said Ron Langford, Chief Operating Officer at Client Services.  “Our long-term use of SoundBite and their hands-on approach to client management has enabled us to optimize our campaign results.”

“Today’s credit environment is challenging collections agencies to be more innovative and strategic to grow the bottom line.  By packaging our domain expertise with this impressive array of collections-specialized features, we are delivering a truly robust solution that enables these organizations to succeed,” said Matt Edmunds, General Manager for Collections at SoundBite.

Availability

The SoundBite Intelligent Communications Platform for Collections is generally available today.  

About SoundBite Communications
SoundBite Communications provides on-demand, integrated multi-channel communications solutions that enable clients to achieve superior business results.  Building on its foundation as a leading provider of automated voice messaging services, SoundBite offers integrated voice, text and email messaging solutions that help clients deliver the right message, to the right customer, using the right channel, at the right time.  Organizations in industries such as collections, financial services, retail, telecom and media, and utilities rely on the SoundBite Intelligent Communications Platform to send over a billion messages annually for collections, customer care, and sales and marketing applications.  For more information, visit www.soundbite.com.